> ## Documentation Index
> Fetch the complete documentation index at: https://docs.withrealm.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Freshdesk

> Connect Freshdesk and Freshservice to sync tickets

Connect Freshdesk or Freshservice to Realm to make support tickets and conversations searchable. Navigate to **Settings** > **Data sources** and click **Connect** on Freshdesk, or click **Reconnect** if already connected.

<Note>
  Realm supports both **Freshdesk** and **Freshservice** via this data source. Freshservice support is in beta.
</Note>

## Connecting Freshdesk

Connect using an API key. On the data source page, enter:

1. **API key** - Find yours in Freshdesk ([instructions](https://support.freshdesk.com/support/solutions/articles/215517-how-to-find-your-api-key)) or Freshservice ([instructions](https://support.freshservice.com/support/solutions/articles/50000000306-where-do-i-find-my-api-key-)).
2. **Domain** - Your Freshdesk domain (e.g., `https://company-name.freshdesk.com/`) or Freshservice domain (e.g., `https://company-name.freshservice.com/`).

<Warning>
  The API key should be from a user with an **Admin role** for full access to all tickets.
</Warning>

## What gets synced

| Content                                  | Synced |
| ---------------------------------------- | ------ |
| Support tickets and custom fields        | Yes    |
| Ticket summary                           | Yes    |
| Ticket conversations and thread messages | Yes    |
| Resolution notes                         | Yes    |
| Requester and company information        | Yes    |
| Knowledge base articles                  | No     |
| Attachments                              | No     |

## Permissions

Realm enforces Freshdesk's native permission model. Users can only see tickets they have access to in Freshdesk.

You can override this by switching to "Everyone in this organization" on the data source settings page, which makes all synced Freshdesk data visible to all Realm users.

<Note>
  The initial sync can take from hours to multiple days depending on your ticket volume.
</Note>